Dear Mr Bayley,

[bplazo]

Originally Posted by Petoonya

Best suggestion here!

Agreed! Let the stiffers cruise another line!

[h20cruzer]

Sarah, great post clear, concise and to the point. Not a nit pickling list to me.
The website is a disaster, very rarely can I get what I want. I use other websites, really Celebrity, you have to MAKE IT WORK.
nORMA

[ORV]

Originally Posted by sarafinadh

Really, you think customer service, business practices and the issues that create the MOST confusion among the customers are a laundry list of personal nitpicks?


So what would you include as the REALLY important issues? The ones we "should" be addressing?

I wasn't really referring to your post, but if you read through the thread you'll see what I'm referring to. None of them are the 3 items you mentioned above. Although I do find your subjective opinion on the food along the lines of what I'm talking about.

If you want to see an example of what I consider a really good post here see #83 by ghstudio.

[sarafinadh]

Originally Posted by ORV

I wasn't really referring to your post, but if you read through the thread you'll see what I'm referring to. None of them are the 3 items you mentioned above. Although I do find your subjective opinion on the food along the lines of what I'm talking about.

If you want to see an example of what I consider a really good post here see #83 by ghstudio.

I agree, post 83 is a brilliant suggestion! Just thinking about someone sitting down and trying to perform those tasks in that time limit makes me giggle ; -)

While you and I may not think that all the posts have valuable content, the reality is even the things we don't see as having general relevance are a problem for X if they keep popping up here.

Everything X needs to know is contained in the archives here. They just need to distill the data and then make decisions about what makes sense, when they factor in their bottom line, to act on. If they look at the cuisine issue and the numbers tell them that enough people are happy or content with the food, and it would cost more than it was worth to improve it for the people who are not satisfied then they can move on.

I know that my expectations are at the far end of the bell curve compared (as best I can tell from feedback here) to the larger group, but it would be valuable for X to find out where that curve lies exactly and how it meshes with the customer satisfaction rating.

My instinctive take on the matter is that anything that raises strong opinion and motivates heated discussion needs to be considered as an area to evaluate.

[Bridge Maven]

Originally Posted by ORV

What started out as a really good thread seems to be degrading into a laundry list of everyone's nitpicks and self serving desires. It would great if it could be kept to the really important issues that we as Celebrity clients have to deal with.

ORV - I don't think any post on this thread should be construed as nitpicking since it affects how a passenger feels about Celebrity, especially if they decide to sail on a different cruise line that doesn't have the problem.

This is obviously less of an issue for people who sail Celebrity exclusively and assume that anything less than perfect is just typical for the cruise industry. However, while that group may comprise a significant portion of people who post on this board, most of my friends and relatives in real life cruise on a variety of cruise lines and are constantly comparing them with each other.

[CaroleSS]

Originally Posted by Bridge Maven

ORV - most of my friends and relatives in real life cruise on a variety of cruise lines and are constantly comparing them with each other.

Bridge Maven - you make a good point! Many people (us included) like to try new ships - big/small, old/new. We try to spend our money where we think we'll be the happiest. While we find that certain lines are a definite no, we still like to explore other options, then let an itinerary take us somewhere. The "loyalists" may scoff, but I think we are more representative than someone who will go where ever line X takes them. (X means generic brand - not to be confuse with Celebrity X!)

Comparisons are inevatable. Celebrity needs to understand how they feel is their target audience and make cruising their line more appealing to them.

[ORV]

Originally Posted by Bridge Maven

ORV - I don't think any post on this thread should be construed as nitpicking since it affects how a passenger feels about Celebrity, especially if they decide to sail on a different cruise line that doesn't have the problem.

This is obviously less of an issue for people who sail Celebrity exclusively and assume that anything less than perfect is just typical for the cruise industry. However, while that group may comprise a significant portion of people who post on this board, most of my friends and relatives in real life cruise on a variety of cruise lines and are constantly comparing them with each other.

My whole point is that if we want to get his attention people should stick to the most important issues from a customer point of view. Otherwise it's just overload. And I do feel that posts about itineraries & departing ports etc are secondary issues in the big picture. But that's just my opinion, just like your point of view is your opinion. I won't derail this thread anymore on this subject.

[CaroleSS]

If he hasn't already done so, he should appoint someone(s) to read the boards and be available for questions. It wouldn't cost all that much and we'd all feel like they cared about our concerns and questions.

This person could spot trends and bring them to management's attention with possible solutions. It only makes good business sense!

[Bridge Maven]

Originally Posted by CaroleSS

If he hasn't already done so, he should appoint someone(s) to read the boards and be available for questions. It wouldn't cost all that much and we'd all feel like they cared about our concerns and questions.

This person could spot trends and bring them to management's attention with possible solutions. It only makes good business sense!

CaroleSS - there are some cruise lines that have message boards that are part of their website, but Celebrity is not one of them. It is probably easier for cruise lines to monitor forums that way than when they are on cruise critic.

[CaroleSS]

I am sure they do, but I do know that HAL has someone on their CC board that is quite active on the board.

On our previous HAL cruise, I was quite surprised to find out that our cruise director had been monitoring the Roll Calls! He knew a lot about each of us and went out of his way to address things we discussed. That, to me, screams customer service!

[Bridge Maven]

Originally Posted by CaroleSS

I am sure they do, but I do know that HAL has someone on their CC board that is quite active on the board.

On our previous HAL cruise, I was quite surprised to find out that our cruise director had been monitoring the Roll Calls! He knew a lot about each of us and went out of his way to address things we discussed. That, to me, screams customer service!

CaroleSS - I agree with you - that is amazing service!

[Lois R]

I had hoped we could all get along when I started this thread......

There are different views for lots of things. What is important to one
person...on a scale of 1 to 10....10 being most important? That item
might be a 1 to someone else but they are both issues and hopefully
there might be some resolutions to each issue. Who is to say
what is important and what is not? Mr Bayley.......I hope you
and/or some of your Assistants are listening

[richstowe]

Welcome to Celebrity, Mr. Bayley. You should have no trouble making everyone happy here.
Based on the previous comments you should....

Enforce the dress policy and eliminate the formal nights.

Raise the prices if it raises standards but please keep fares low and don't add any more extra fee restaurants.

Change the tipping policy to make these amounts mandatory but pay attention to CCL's policies.

Reinstitute bridge with instructors and make the trivia game directors Mensa members but remember very few care about these issues.

Please make X more kid friendly or I won't cruise with you again and please enforce a no child policy or I will never cruise with you again.

Finally good luck and best wishes with the new job .You should quit/be fired now!

[Bridge Maven]

Originally Posted by richstowe

Welcome to Celebrity, Mr. Bayley. You should have no trouble making everyone happy here.
Based on the previous comments you should....

Enforce the dress policy and eliminate the formal nights.

Raise the prices if it raises standards but please keep fares low and don't add any more extra fee restaurants.

Change the tipping policy to make these amounts mandatory but pay attention to CCL's policies.

Reinstitute bridge with instructors and make the trivia game directors Mensa members but remember very few care about these issues.

Please make X more kid friendly or I won't cruise with you again and please enforce a no child policy or I will never cruise with you again.

Finally good luck and best wishes with the new job .You should quit/be fired now!

Richstowe - Your post is very funny and I enjoyed it. Yet in a humorous way, you illustrated what happens when a cruise line tries to be all things to all people.

[cruisetrail]

Originally Posted by CaroleSS

We try to spend our money where we think we'll be the happiest. While we find that certain lines are a definite no, we still like to explore other options, then let an itinerary take us somewhere. The "loyalists" may scoff, but I think we are more representative than someone who will go where ever line X takes them.

Well said!

[sailawayjack]

Dear Mr. Bayley:

Just booked my first X cruise after many RCL cruises. Looking for upgrade. I have called 3 times now requesting a brochure for my baltic cruise. Will try 4th time today. Customers service sucks.

Please work on website. Needs help.

Dress code--Keep it and ENFORCE IT, or do away with formal night. One way or the other. I love formal night.

Let cruise credits accrue with both RCL and X cruises. Sailing either line should earn credits to both lines.

Keep X one step more formal and elegant than RCL.

Feel free to call me anytime. SAILAWAY JACK, AKA Norm Field

[PartyAllDaTyme]

Dear Mr. Bayley,

If you (or your staff) have not had your mind go completely numb with the suggestions, requests, pleas, and so on, allow me to add mine--

1) Please continue to be the industry leader in smoking policy. I hope Celebrity one day becomes the first line to successfully offer completely nonsmoking itineraries or ships.

2) Please make tipping mandatory for all, not just those who opt for Select Dining, which has nothing to do with the steward's service and tip, anyway. It's fairer to all concerned, especially the hard-working employees.

3A) Please add that long-rumored Elite Plus level to Captain's Club, and include as a perk the ability to receive OBC for price drops past final payment. And how about the occasional special rate for Elite Plus, a la residency or senior discounts? Feel free to offer it only when you think that targeting that demographic will help the bottom line.

3B) Change the basis for Captain's Club to points, same as Crown & Anchor.

3C) Freeze reciprocity between Captain's Club and Crown & Anchor-- if someone is currently Diamond, then fine, they're Elite as well, but as new Diamonds get added, do not allow them to automatically become Elite-- Select, maybe, and possibly allow Diamond Plus to become Elite (but not Elite Plus-- see 3A).

4) Dan Hanrahan got himself a Cruise Critic screen name and posted a couple of times, most notably during a Q&A session. Join us, and join in the discussion when you can! Please increase the involvement from your Manager, Social Media, who has occasionally posted under the screen name "Celebrity Cruises."

5) Oh, yeah, please fix the website.

[ISABELLA]

Originally Posted by PartyAllDaTyme

Dear Mr. Bayley,

If you (or your staff) have not had your mind go completely numb with the suggestions, requests, pleas, and so on, allow me to add mine--

1) Please continue to be the industry leader in smoking policy. I hope Celebrity one day becomes the first line to successfully offer completely nonsmoking itineraries or ships.

2) Please make tipping mandatory for all, not just those who opt for Select Dining, which has nothing to do with the steward's service and tip, anyway. It's fairer to all concerned, especially the hard-working employees.

3A) Please add that long-rumored Elite Plus level to Captain's Club, and include as a perk the ability to receive OBC for price drops past final payment. And how about the occasional special rate for Elite Plus, a la residency or senior discounts? Feel free to offer it only when you think that targeting that demographic will help the bottom line.

3B) Change the basis for Captain's Club to points, same as Crown & Anchor.

3C) Freeze reciprocity between Captain's Club and Crown & Anchor-- if someone is currently Diamond, then fine, they're Elite as well, but as new Diamonds get added, do not allow them to automatically become Elite-- Select, maybe, and possibly allow Diamond Plus to become Elite (but not Elite Plus-- see 3A).

4) Dan Hanrahan got himself a Cruise Critic screen name and posted a couple of times, most notably during a Q&A session. Join us, and join in the discussion when you can! Please increase the involvement from your Manager, Social Media, who has occasionally posted under the screen name "Celebrity Cruises."

5) Oh, yeah, please fix the website.

Loved it! Did anyone email all these wonderful comments direct to Mr. Bayley?

[Celebrity Cruises]

August 6, 2012

To Celebrity Cruises' Cruise Critic Members & Readers

Thanks to all for the well wishes for Celebrity Cruises new President & CEO Michael Bayley.

Michael will officially join the Celebrity team on August 13th. We’ve shared our Cruise Critic members’ enthusiasm and passion for the brand with him.

Once on board with Celebrity, Michael is looking forward to formally engage with the community. We will work with the Community Manager to facilitate this.

Thanks again for your enthusiasm for our brand. We value everyone’s active participation and dialogue in the forum.

Sincerely,

Brian P. Powell
Associate Vice President, Marketing
Celebrity Cruises

[eeeeaaa]

Originally Posted by Celebrity Cruises

Thanks again for your enthusiasm for our brand. We value everyone’s active participation and dialogue in the forum.

Sincerely,

Brian P. Powell
Associate Vice President, Marketing
Celebrity Cruises

If you value everyone's active participation and dialogue, then please get your WEBSITE fixed.

We know the Celebrity people read these boards, but NOTHING IS EVER DONE to fix the problem.